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Contact Center
WFM: A Contact Center Leader’s Guide
Proactive Outreach: The CX Game-Changer
Big CX News from Salesforce, NICE, Microsoft & Dubber
How a Wrap Up Bot Saved One Contact Center $17MN a Year
How to Compare Customer Service Automation Software
6 Reasons to Invest in Customer Service Automation this Year
CRM
Salesforce CEO Slams Microsoft Copilot: “So Many Customers Are So Disappointed”
Is AI the Silver Bullet for Contact Centers? Unpacking the Myths and Realities
Conversational AI
Zendesk Report Predicts the End of Customer Wait Times
Dear CX Vendors, It’s Time to Stop Saying “Channel of Choice”
Big CX News from NICE, Zendesk, Meta & Five9
Auto Trader: Lessons in Integrating a New CCaaS Platform
Voice of the Customer
President Biden Announces New Customer Service Actions, Targets Subscriptions and ‘Doom Loops’
Channel Shift and Digital Transformation: Embracing True Omni-channel Customer Service
Workforce Engagement Management
6 Reasons to Invest in Real-Time Agent Assist Software
UK Council Cuts Contact Center Opening Times, Sees CSAT Surge
